They made ticketing systems for this purpose, so you don't need to remember to switch drip e-mails and juggle things, just log in and start helping. Ultimately, it's how well the user is helped that matters.
If you have a dedicated support load balancer, you don't need to switch up drip emails. Heck, I bet Customer.io and friends even get the switch emails part down to a single button at some point anyways.
The problem with ticketing systems is, well, they suck. Your customers don't want to get "tickets", they just want someone to solve their problem. And when you're doing it in a really personal way they'll give you tons more feedback, and they'll share your product with more people. Ticketing systems are especially despised when you're building developer-focused products.
* Customer e-mails the support@ e-mail (or even your personal support e-mail), it's thrown in the ticketing system.
* You read the ticket
* You reply to the ticket, it's sent from support@ or your support e-mail
There's no reason you need to have an obnoxious ticket generation e-mail, especially if you can get to it in time with a personal reply (generally because, at this stage, you don't have too many tickets to process individually).
The most important part of supporting customers for me is motivation. After thirteen years my motivation is almost zero. It's probably time to pay someone to do it but I wonder, what about their motivation.
Interrogative: What happens when say, a tech is assigned to an internal project requiring email communication with a vendor? Here's a relevant example:
In 2011 I was hired as into a role that was half Jr. Project Manager, half Help Desk team lead (my door read "Support Operations Lead"). While I assisted when the load got heavy in daily HD work, more often I was working on getting new solutions into our support flow; implemented a new ticketing system, rolled out a backup solution, and handled the IT purchasing for the entire organization (this was a huge commerce firm of about 600 at the time. Daunting, but it got done).
All of these tasks required constant communication with vendors, who had my personal email address to send purchase orders and invoices to. Do those need to go into the support bin? I'd wager not.
How does HelpScout differentiate between the two?